Execs In The Know

MAY 18, 2021

Using Research — Research is most valuable when used in combination with program data — things like Voice of the Customer data, and even Voice of the Employee data. Doing Contact Center Quality Assurance the Right Way. This helps create greater relevancy for different types of research.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Execs In The Know

JULY 1, 2021

Technology is what makes the modern contact center go vroom, but what about when the contact center is no longer centralized nor office-based? 1 — Invest in Essential Technologies. What happens when each workspace is as varied and diverse as each agent’s unique home and specific living situation?

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Confirmit

JANUARY 9, 2018

This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback. Voice of the Customer Voice of the Employee Market Research Factsheets. Download the fact sheet to learn more about Confirmit IVR.

Voice of the Employee 40

Voice of the Employee Contact Center Retail Voice of the Customer 40

Confirmit

JANUARY 9, 2018

This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback. Voice of the Customer Voice of the Employee Market Research Factsheets. Download the fact sheet to learn more about Confirmit IVR.

Voice of the Employee 40

Voice of the Employee Contact Center Retail Voice of the Customer 40

Confirmit

MARCH 31, 2019

Employee Pulse. FastTrack for Contact Center. Voice of the Customer Voice of the Employee Market Research Factsheets. Confirmit Horizons offers unmatched capabilities within the platform and as optional modules, across this broad range of categories: Confirmit’s Configurable Business Solutions.

Text Analytics 40

Text Analytics Voice of the Employee Contact Center Voice of the Customer 40

Confirmit

FEBRUARY 20, 2018

To make way for these new categories, we’ve retired two old friends; Contact Center and Insight Through an MR Agency. Likewise, if your program is centered on your contact center, one of the other categories will certainly be suitable. Voice of the Customer Voice of the Employee Market Research Company.

Contact Center 40

Contact Center VOC B2B Voice of the Employee 40

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Employee Engagement Trends of 2019 featuring nGuvu.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. In the last year, much has been discussed about the importance of employee engagement and well-being, and for good reason.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Confirmit

FEBRUARY 25, 2019

Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. Tell us how that reduced calls into the contact center and how that reduced costs, for example. Voice of the Customer Voice of the Employee Market Research Best Practices.

VOE 40

VOE Voice of the Employee B2B Voice of the Customer 40

SurveySensum

MARCH 4, 2021

Now that you are listening and understanding the customers – that’s when the Voice of the Customer comes into play! What is Voice of the Employee (VOE)? Your employees have voices too. . Listen to them! . Also, don’t forget to give an open-ended question – so the customer can open up to you. .

CX 52

CX VOE VOC Voice of the Customer 52

Qualtrics

DECEMBER 17, 2019

Why is the voice of the employee valuable for CX? Why would you collect feedback from your employees about customers if you’re already getting feedback directly from those same customers? Put simply, it’s because staff will tell you things that customers cannot. What one thing would make life easier for our customers?

CX 26

CX Voice of the Employee Contact Center Actionable Insights 26

Qualtrics

SEPTEMBER 23, 2019

Investing in customer experience (CX) means improving policies and procedures — and can help improve the employee experience. For example, one large communications firm embraced both the voice of the employee (VoE) and VoC and, as a result, saw its employee Net Promoter Score (eNPS) go up 60 points in one location.

Net Promoter Score 20

Net Promoter Score CX VOE VOC 20

CX Accelerator

JANUARY 25, 2019

The real-time, actionable data generated will run laps around any traditional yearly employee survey. In addition to surveys and reports, the anonymous feedback portal within OfficeVibe works great as a Voice of The Employee (VoE) tool. I can hardly believe the quality and quantity of information we've seen through this effort.

CX 140

CX VOE Artificial Intelligence Voice of the Employee 140